Plans to Retire Cubby

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Today, we began notifying Cubby users and customers of the decision to retire Cubby, our file sync & share offering. Since its debut in 2013, Cubby has provided a unique file sharing experience for millions of individuals and businesses and this difficult decision was made after much deliberation and consideration.

LogMeIn’s long-term investment strategy is focused on three key technology markets — Collaboration, Identity & Access Management, and Customer Support & Engagement – and we are aligning our product development efforts accordingly to best serve our customers rapidly evolving needs. With such focus comes tough decisions around the future of products that don’t fully align with our strategy, and after careful consideration and evaluation, we have reached the difficult, but none-the-less important, decision to discontinue Cubby.

Our users are our top priority and chief concern with this change, and we are taking steps we believe will help existing Cubby users safely and securely migrate to alternative cloud-based offerings, whether to LogMeIn or other trusted companies.

Cubby Free users will be given until November 16th to migrate away from Cubby, and can choose to move to another free service – LogMeIn is recommending Dropbox and OneDrive – or a paid service, including LogMeIn Pro. Cubby Pro and Enterprise customers will continue to have full access to Cubby, both their files and full product functionality, through their account’s expiration date plus an additional 30 days to allow more time to evaluate options and complete the migration of their files.

Here is a quick tutorial on how to move your files out of Cubby and into another service like Dropbox.

We understand that with any change comes questions and potentially concerns.  Here are a few FAQs to explain what we anticipate will be the most common questions for our users:

  • How are you notifying customers?

All Cubby users are being notified of this decision by email and in-product notifications. Our users are our top priority and chief concern with this change, and we are taking steps we believe will help existing Cubby users to safely and securely migrate to other cloud offerings, whether from LogMeIn or from other trusted companies.

  • Will you offer cloud storage and file sharing capabilities in any of your other products?

LogMeIn will continue to offer cloud storage and file sharing capabilities as key features in our other products – for example both LogMeIn Pro and join.me both offer these features – but we will no longer package them as a separate product.

  • How long will Cubby users have access to their files?

Cubby Free users will be given until November 16th to migrate away from Cubby, and can choose to move to a free service – LogMeIn is recommending Dropbox and OneDrive – or a paid service, including LogMeIn Pro.

Cubby Pro and Enterprise users will have full access to Cubby – both their files and full product functionality – through their account’s expiration date plus an additional 30 days to allow more time to evaluate options and complete the migration of their files.

For more information pertaining to your Cubby Basic, Pro or Enterprise account, please read our detailed FAQs here:

         

Update on Cubby Access 

 

The issues impacting access to files in Cubby, as covered in a couple recent posts (detailed version, first alert), are now almost completely resolved.  As of Friday (10th July), our team has successfully restored access to 99.99% of all files impacted by this issue. And efforts will continue to restore access to any remaining files. Additionally, access to all join.me recordings created this year has been restored, with the same restoration process actively being applied to older files.

While we’re happy to report a positive resolution, we once gain apologize for any inconvenience this disruption may have caused.  If you experience any additional problems going forward, please don’t hesitate to contact us via phone, online, or on our Twitter or Facebook accounts.

         

Update on Cubby service disruption

For those who may have experienced or may still be experiencing issues around Cubby and/or join.me recordings, we wanted to provide a quick update on what happened, what we have done and are doing to fix it, and what steps you can take, if desirable, to mitigate near-term disruptions.

First and foremost, please accept our apologies. We’re a company that has long prided itself on making products and services that ‘just work’ when you need them. We recognize any disruption is less than acceptable. And we’re working around the clock to restore full service.

What happened and when:

On June 5th, 4:13pm EDT, in the process of routine maintenance – specifically in the process of updating a Cassandra database used to support Cubby – we encountered a system failure that caused multiple issues with the Cubby service.  Specifically, this issue affected the ability to upload and download new files, the ability to access files from Cubby’s mobile and web applications, and the ability to access shared files from Cubby links (this included recordings of join.me meetings).

What’s been done to fix it (and what has been restored):

We’ve successfully restored the ability to upload and download new files from Cubby. New join.me recordings are now accessible via their public links. P2P sync and share is now working.

We’ve also made progress restoring access to previously uploaded and shared data, including past join.me recordings. Access to a large percentage of join.me meeting recordings has been restored and we continue to restore more every hour.

Work to restore access to saved Cubby files is also in progress, which will also restore Web and mobile access while restarting syncing of local files.

What’s next:

The steps to restore web and mobile access, as well as public link access to files will continue today and throughout the week with more and more of your files accessible by the day – we’re doing this chronologically to ensure access to more recent files first and then working backward. We expect this full process to take days.

Access to the majority of join.me recordings has been restored with more and more taking place by the hour.

The work is being done in a way that will map to your existing file structure. This will mean it will just work on your side with no other action required on your part.

Ways to expedite access:

If there are select files that you want to ensure can be accessed by other people today, there are two ways to manually kick-start sharing in advance of a full restore.

First, you can use the Cubby website to drag copies of existing files into a cubby (and thus into the cloud).  The benefit of this method is that it ensures that any previously set up syncing or sharing options (including previously create public links) continue to work.  This is the preferred method and we’ve covered it in this quick how-to guide: http://help.cubby.com/knowledgebase/articles/620775-restoring-files-to-the-cloud.

The second option is simply creating a new cubby. i.e. Uploading files into a new, separate cubby folder. Like the first option, this will allow you share and sync files today. The only downside of this approach is that previously created links and syncing options won’t work, and would have to be recreated and redistributed, in the case of public links.

With both options, we’d only recommend this approach for select files that you need to share in advance of a full restore.  Once restoration of your files is complete – part of our ongoing restoration work – previously created links and sync options should automatically work.  So we wouldn’t recommend re-uploading all of your previous Cubby files, en masse.

How to stay up to speed on progress:

We’ve made and continue to make progress, and we expect the majority of this process to be completed in a matter of days. Many users will regain access well in advance of that, but if you are a Cubby and/or join.me user, we will post updates to our blog, as well as to our social media channels. You can follow us on the following channels to get regular updates:

Twitter:
twitter@joinme

twitter@Cubby

 

Facebook:
facebook/join.me

facebook/cubby

 

Again our apologies for any inconvenience, and thank you for your continued support.  We’ll provide further updates as they become available.

         

Cubby Service Impact

As of June 5, 4:13pm EDT we began experiencing an issue with Cubby which affects the ability to upload and download files and access previous recordings of join.me sessions. We’re confident that your files are safe and secure, however access is currently limited from cubby.com and the Cubby mobile and desktop applications. Our engineering team is actively working to resolve the issue and we will continue to provide updates as they become available. We’re sorry for any inconvenience this may cause you.

UPDATE: We’ve made some initial progress — we’ve restored some key functionality — and continue to work tirelessly on the rest. New files can now be uploaded and downloaded from Cubby. New join.me recordings are now accessible via their public links. P2P sync and share is now working.

We’ll provide further updates as they become available.